Client Technology: Ops & Support - Service Desk Lead | (SI883)

Client Technology: Ops & Support - Service Desk Lead | (SI883)

**CT Operations and Support - Service Desk Lead**:
**Rank: Associate Director**:
Fueled by strategic investment in technology and innovation, Client Technology seeks to drive growth opportunities and solve complex business problems for our clients through building a robust platform for business and powerful product engine that are integral to innovation at scale.
The Service Desk lead is a key leadership position within CT Operations and Support, having overall accountability for the quality of service provided by our Service Desk(s).
The primary measure of success for this role will be a high level of customer satisfaction, and a high percentage on first time fix, working and managing the relevant vendor(s)



providing the Service Desk capability on EY's behalf.This will include the processes and toolset capability required to achieve this.
In addition to providing excellent central IT support, the Service Desk Lead has a broader remit which encompasses developing our relationships with the different support teams within CT and ET, and our internal business stakeholders.
That means more growth for you, exciting learning opportunities, career choices, and the chance to make a real impact.
**The opportunity**:

- Deliver reliable, best in class support services in a manner that meets our contractual obligations and delights our customers and clients, through working hand in hand with our vendors proving the Service Desk capability
- Ensure all concerns and escalations regarding the Service Desk are all addressed in a timely manner to ensure a satisfactory outcome
- Ensure that EY is best placed to deliver our contracted obligations and there is full alignment with account and EY strategy/plans




- Partner with all levels of leadership to drive initiatives that meet and exceed Client expectations to the most efficient and cost-effective level of support.
- Drive strategies partnering with client and vendors to ensure world class customer support experiences
- Driving and improving the performance of the Service Desk to meet ever increasing business demand, requirements and the use of world leading channels into the Service Desk
- Managing and supporting the team managers in the area, including coaching/mentoring and personal development where appropriate
- Contributing to senior management and leadership forums for CT Operations and Support, and contribute to the IT strategy.
- Identify and help implementing new and continually evolving ITSM functionality
- Producing MI and managing budgets
- Reviewing processes, tools, and technology to ensure optimum delivery capability




- Ensuring a focus on continuous improvement

**Your key responsibilities**:

- Consultative questioning, influence management and critical thinking skills to understand a current problem requiring a designed remediation.
Recommend viable solutions that will improve appropriate EY services or functionality in a manner that is both effective and supporting the value to Client.
- Have extensive knowledge of EY service lines, organizations, opportunities and deliver highly valuable business outcomes from that knowledge.
- Day to day operational accountability for the Service Desk Services and compliance requirements Globally or Local Area based.
- Develop innovative solutions to problems without precedent.
- Anticipate operational, program, implementation issues and develop detailed recommendations on preventative measures





**Skills and attributes for success**:

- Deep knowledge of delivery in a Service Management environment.
- Sound understanding of the EY network and Service Lines to ensure delivery issues are resolved in a timely fashion.
- Engage/work with EY process owners from across delivery to ensure the delivery success of the engagement.
- Engage/work with client leadership and drive through the E2E requirements of the delivery and ensure customer expectations are met.
- Service Level management and understanding to be able to pre-empt delivery risk and manage mitigation.
- Maintain advanced interpersonal skills to engage, as an inspiring leader, with peers and other senior leaders of the firm, in cross business discussions within a matrixed geographically dispersed organization and to build a solid network for collaboration and sharing knowledge.




- Use these relationships to connect colleagues and challenge insightfully to improve processes, propose credible options, and position EY role in Client's service and business management.
- Maintain a collaborative but firm approach with all interactions and keep discussions focused on fact-based needs and then align a strategy that satisfies those needs with measurable outputs.
- Manage peers, other leaders and projects by delegating work effectively and using appropriate resources.
Utilize people, time and project management disciplines across a diverse culture and multiple time zones.
- Resolve team conflicts with a demonstrable ability to implement and communicate difficult decision

El anuncio original lo puedes encontrar en Kit Empleo:
https://www.kitempleo.com.mx/empleo/141266552/client-technology-ops-support-service-desk-lead-si883-xico/?utm_source=html